How to return an item and get a refund on Shopee
Wrong size, broken on arrival, or not what the photos showed: it happens. Shopee holds your payment until you confirm the order, so in most cases you can get your money back. The key is to act before you confirm receipt and to have proof. Here is the process step by step.
Don't tap "Đã nhận được hàng" (Order received) until you've checked the item. Once you confirm, the seller gets paid and a return becomes much harder. Note that if you do nothing, the order is usually confirmed automatically after a few days, so check your parcel soon after it arrives.
Step by step
- Record an unboxing video. Film the sealed parcel with its shipping label, then open it and show the item in one continuous take. Shopee and sellers accept this as proof, and it is often the deciding evidence.
- Open the order. In the app go to your orders (Đơn mua), find the order and tap "Trả hàng/Hoàn tiền" (Return/Refund).
- Choose what you want. Usually there are two options: refund only (Chỉ hoàn tiền), for example if something is missing, or return and refund (Trả hàng và hoàn tiền), where you send the item back.
- Choose a reason. Pick the one that fits best, see the table below. The reason can affect who pays for return shipping.
- Add photos, video and a description. Upload the unboxing video and clear photos of the problem. Write a short description. English is fine, but a simple Vietnamese sentence from our phrasebook often helps.
- Wait for the seller. The seller can accept, offer a solution or dispute. If the seller doesn't respond in time, Shopee usually reviews the request and decides.
- Send the item back if a return is needed. The app shows the shipping method, often courier pickup from your address or drop-off at a post office or shipping point. Pack the item well and keep the receipt or tracking number.
- Get your refund. The money goes back to the original payment method or to ShopeePay. Cash-on-delivery orders are usually refunded to ShopeePay or to a bank account you add.
Common reasons
The exact wording in the app may differ slightly, but the reasons usually look like these:
| Vietnamese | Meaning |
|---|---|
| Hàng lỗi / hư hỏng | Defective or damaged item |
| Sai hàng | Wrong item (wrong model, colour or size sent) |
| Thiếu hàng | Missing items or parts |
| Không giống mô tả | Not as described |
| Hàng giả | Counterfeit item |
Return window
How long you have depends on the product and the shop. It's shown on the product page, so check it before you buy anything you might want to return, like clothes or shoes. Many items have free returns within 15 days. Some categories, such as underwear, cosmetics or food, may not be returnable once opened.
If something goes wrong
- If the seller rejects your request and you disagree, you can usually ask Shopee to review it (khiếu nại, dispute) from the same return screen.
- For any other problem, open the Help Centre (Trung tâm hỗ trợ) in the app and chat with Shopee support. Have the order number, photos and video ready.
- Keep all communication in Shopee chat. Agreements made on Zalo or by phone are hard to prove.
Avoid returns in the first place. Check the size chart (see our size guide), read reviews with photos and buy from Shopee Mall for anything that can be faked. More tips in how to buy on Shopee.